The challenge
Colsanitas needed to handle questions about its different services across several channels at once, without losing the ability for a human to take control when the conversation required it.
Agents that know when to hand off to a human
Together with Riskos Consulting, Ainoa built a custom agent system for Colsanitas that talks about the health plan's services and, at the right moment, hands the conversation off to a real team member, who picks it up without losing context.
Multichannel support with AI, all in one place
The system is integrated directly with tools like Twilio and Meta, managing WhatsApp, social media, and other channels from a single place.
Queryable in real time
Colsanitas's system also has its own MCP server, to check conversation status in real time from tools like Claude or ChatGPT.